If you are involved with the collection and management of personal data in your organization, you may already have 25 May marked on your office calendar. That’s when the EU’s new General Data Protection Regulation (GDPR) enters into force. You may also be thinking to yourself that this would be a good time to get your head around it.
While 25 May is indeed just around the corner, please Keep Calm. Be Prepared by making sure your organization is fully compliant from Day 1. It’s with that in mind that we have put together a few overall pointers for you, along with four specific advisory guidelines.
But first things first. Compliant with what, exactly?
The GDPR is all about regulating the collection, storage, transfer and use of personal data on individuals in the European Union (EU). It also gives data subjects more rights and greater control over their data, by regulating how organizations handle and store the personal data they collect.Does the GDPR apply to your company?
What matters is not necessarily where the data processing is taking place, but the location where the person whose data is being collected, namely inside the EU. So, if your organization is based outside the EU, but it collects or processes data – addresses, phone numbers, images, etc. – on individuals who are in any EU member state at the moment of data collection, the GDPR applies to you.
Don’t underestimate the implications of the GDPR; its enforcement provisions have been intensified compared...
Customers have come to expect a fully-personalized eCommerce experience. Retailers are stepping up their game with hyper-targeted content and recommendations to create exceptional customer experiences.
Putting your users at the center of your digital strategy has many benefits, like brand loyalty and retention. As a matter of fact, global consulting firm Accenture studied the effects of personalization on the eCommerce industry and found that “75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases, OR knows their purchase history.”What can we say? We like to feel special.
Amongst many other things, personalization is great for recommending products left in a shopping-cart, but recommendation engines are not foolproof.
In this article warning about rushing into personalization, Paul Boag explains how he made a one-off purchase for his 9-year-old niece’s birthday, only to be targeted with My Little Pony adds for the next six months. Cue the eye roll .
“Poor personalization and lack of trust cost U.S. organizations $756 billion last year, as 41 percent of consumers switched companies. Without deeper customer insight, companies cannot deliver the experiences they crave.” – Accenture
Targeted ads are a great start on the road to personalization, but to produce exceptional digital experiences, you need to understand...
While UX and CX are very similar concepts, the terms are not interchangeable. UX is a specific component within CX that concerns the usability of your product or site. CX, on the other hand encompasses the end-to-end customer interactions and deals with many touch points including web, mobile, brochures, and human contact (support and service).Why is UX Important?
A good user experience gives your customers the ability to find information quickly and easily. It is the totality of your end users’ perceptions while they interact with your product or service. This includes the effectiveness, efficiency, emotional satisfaction, and the quality of the relationship with the organisation that provides the product or service.
UX is important for any digital product. No matter how beautifully designed...
If one trend in online retail stood out in 2017, it was the enormous shift we saw in customer buying behavior.
Technology is playing a bigger role in buying behavior than ever before. The average number of connected devices per person reached 4.1 in 2017 – that’s almost double the 2.2 in 2012.
With more devices comes more opportunities, demonstrated by the estimated 1.66 billion people worldwide who purchased goods online last year. In 2017, global e-retail sales amounted to $2.3 trillion with e-retail revenue predicted to reach $4.48 trillion by 2021!
But, it’s not all good news. These empowered and digitally-savvy customers are wreaking havoc on the market. As Forrester explains, “power has shifted away from institutions to customers”, meaning customer experience has become the main driver behind online retail success.
Retailers that aren’t adopting a digital and customer-centric approach to optimization will soon fall behind. In fact, our recent retail trends report found that the pressure to adopt a customer-centric strategy will only increase in 2018.
Of all the feedback items collected by our retail clients – including Philips, Tommy Hilfiger, and G-Star RAW...
Last year, Christopher Lomas, Global Digital Leader at Mercer, published an article detailing the ways in which the Agile methodology can fit into the corporate setting of a big company. His 14-steps towards thriving with Agile acknowledged the realities of working within a corporate environment without compromising on the Agile philosophy.
As a follow-up to this successful post, Chris has delved deeper into the workings of a corporate environment and moved from a focus on Agile to product management in general. Since many of our Usabilla clients know the challenges of integrating a variety of tools and processes into one everyday workflow, we asked Chris if we could share his innovative model with you.
So, that’s exactly what you’ll find below. An in-depth insight into product management in a corporate space and how a solid feedback loop can help you thrive.Product management in the corporate: Re-loaded (Christopher Lomas)
In February this year, I published my first “Product Management Process Flow” diagram for “Thriving with Agile in a Major Corporate“.
The model has since been put through its paces and I wanted to share the latest best practices with you. I’m not going...
The number of customers who buy online rather than head to the high street is growing exponentially, and it’s a trend that shows no signs of slowing down. While holiday sales in 2017 rose an impressive 4.9% above those for 2016—the largest year-on-year increase since 2011—online retail sales, in particular, rose a whopping 18% over the same period.
But, the main story here isn’t about growth, it’s about how it came about—that is, it’s about the transformative changes that are sweeping across retail. This means, for retailers, it’s about figuring out the why behind consumer shopping habits; creating opportunities to both follow and influence them.Customer experience is the key differentiator in retail
The key to understanding your customer’s shopping habits is to understand the entire realm of their experience—how customers perceive their interactions with your brand—in order to get a handle on this wave of change.
The truth is that the arrival of digital technologies is of enormous consequence. So, as we head out of the holiday season, this is a good time to ask yourself: Are you going to be impacted by these waves of change, try to absorb and integrate them, or—best option—be prime movers in riding them to shape the future?
Each year, ecommerce claims a larger percentage of worldwide retail transactions. And, as more and more purchases take place online, businesses are investing in their ecommerce platforms to take advantage of this accelerating trend.
But, in such a competitive online market, how is an ecommerce business supposed to distinguish itself?
Excellent design is one of the most effective ways to set your ecommerce business apart. Not only because visuals are an integral part of appealing to the human desire to shop, but because great design works to replicate the tactile and customer-focused aspects of the brick and mortar shopping experience that are too often missing in online retail.
Great design can make a powerful impact on your customers’ shopping experience in a number of ways. For starters, thoughtful design is informative. Since they can’t physically see or handle the product, online shoppers rely on ecommerce sites to convey detailed and comprehensive information about the product before they buy.
Design trends like sleek product landing pages, integrated video, and step-by-step guides made from intersecting elements can all contribute to the customer’s confidence that they are making an informed purchase. But informative as it may be, great design doesn’t bombard customers with too much information. User-friendly elements like scrolling product photos can help ensure they see as much of your product...
The holiday season may be done and dusted for another year. But for retailers, particularly online, the January downtime is actually a key moment for reflection. How did your ecommerce platform perform during the 2017 holiday season? And, more importantly, how can you ensure it does even better this year?The numbers are in (and they’re record-breaking!)
As Sarah Quinlan, Senior Vice President of Market Insights at Mastercard, summarized at the end of 2017, “Overall, this year was a big win for retail.”
The global payments and technology company reported that retailers saw the best holiday season since 2011 with sales jumping 4.9% and ecommerce surging an impressive 18.1%. The analysis attributed the good news to an increase in early sales; sales in the first three weeks of November were 18% higher than they were in the same period in 2016. In fact, online sales from November 1 through 22 totaled almost $30.4 billion this year, accounting for nearly 18% year-over-year growth.
But it’s not just Mastercard reporting such a high turnover for e-retailers. Amazon was also quick to announce it’s record-breaking holiday season, with more than 1 billion items ordered worldwide. Plus, email marketing giant,...
“I think it’s very important to have a feedback loop, where you’re constantly thinking about what you’ve done and how you could be doing it better.” — Elon Musk
Voice of Customer feedback is not just insightful for Customer Support and Product teams. The process of collecting continuous feedback can actually unlock all sorts of benefits for increasing conversion, retention, and customer value across your entire company.What is Voice of the Customer?
Just so everyone is on the same page, let’s define Voice of Customer.
Voice of the Customer (VoC) is the process of collecting insights into a customer’s wants and needs through their own words. It began as a way to link customer needs to performance measures in Japanese product development, but currently, it’s a popular method of market research and customer feedback collection for top performing companies in many verticals.
The process of collecting Voice of Customer insights is simple. As Jen Havice wrote on the ConversionXL blog:
The first step is always gathering customer feedback.
There are many methodologies you can follow, ranging from...
Targeted surveys allow you to understand how your customers are experiencing your app at specific moments, and then to improve that experience. But don’t just take it from us: a number of our clients have already put the feature through its paces—and it’s come through with flying colors.
So, how can this solution boost your app’s performance?Timing is everything
Target the right customers at the right time in their journey (once they’ve taken a particular step, for instance): “And you’re done! Mind if we ask how easy it was to book this ticket?”Measure digital KPIs
Find out how satisfied your customers are with your app as a whole, or with specific features. That way, they can let you know about any issues they’ve run into so your team can make the changes right away.Tailor surveys to any scenario
With custom-defined user events and metadata, you can deploy a whole range of standard targeting options such as language, completion of x or y step—and of course, you can always add triggers of your own.Gather insights without distracting users
Make sure your surveys don’t interrupt users while they are...
Wow, just like that 2017 has come to a close and what a year it has been! Looking back it’s been a pretty exceptional year for Usabilla but, more importantly, for our customers, products, and employees too.
So, what’s next for 2018? Well, one of our new year’s resolutions is to share more with our Usabilla community.
That’s why we decided to dig into the numbers and share our favorite 2017 statistics with you. From the amount of peanut butter jars we scraped clean to the number of Robins we hired – click through to see our Year in Review.
Our tastes and needs as consumers change as quickly as technology develops, and it’s the job of great design to keep pace.
But, although design is evolving in response to our needs, it’s not always easy for the average internet user to point to current or upcoming trends in design. Trends come and go, but they are a reflection of what we perceive as normal, usable, and attractive at any given time.
In 2016, we saw digital design fully embrace the medium of the screen with an emphasis on responsive, flat, and mobile-friendly designs. In 2017, we saw the functional trends of previous years take on a more colorful and dynamic character with playful color palettes, gradients, and bold shapes. This year, design is pushing us even further.
The design team at Coastal Creative predicts that 2018 will be a year filled with contrast, a theme that speaks to the ever-blurring distinction between the real and the digital world.
Combining the playfully nostalgic with the ultra-futuristic, here are the digital design trends we can expect to see a lot more of in 2018:1. Intersecting Elements
Bold typography made a huge impression in 2017 and will continue to do so in 2018. We’re beginning to notice more typography leaving the text box to interact and intersect with other design elements.
As Neha Singh, founder of VR shopping platform Obsess points out:
“The biggest internet companies of the first generation are built around access to information” – just look at the likes of Google, Facebook, and Amazon.
However, she continues, “the emerging generation of big internet companies is being built around giving people experiences. Snapchat is meant for in-the-moment experiences with your friends with no digital information left behind. Airbnb aims to make you experience another city like a local.”
As users, a status box to signify the sharing and organization of information no longer stimulates us. Our connected and mobile devices are changing the context of our online interactions.
Now we’re seeking high-speed interconnectivity, omnichannel experiences, and virtual reality adventures.A new reality
2016 is considered year zero when it comes to virtual reality experiences. It saw the launch of consumer devices with around 6.3 million VR headsets sold by companies including Facebook and Google. This established a firm presence for virtual reality (VR), augmented reality (AR), and mixed reality (MR) technology in media, education, and marketing.
But this rapid growth has not come without its challenges, particularly when it comes to the way the virtual realm is designed and produced. It’s relatively uncharted territory for both user and creators alike.
So, we thought we’d...
As online shopping continues to be the quickest and smartest way to purchase goods, the role your eCommerce platform plays in the holiday season is becoming more prominent than ever.
Just this year, according to Shopify, consumer searches for Black Friday and Cyber Monday deals began to spike 6-weeks before the shopping holiday. And on Black Friday itself, our own eCommerce clients received an average of 30% more feedback items, compared to a normal (online) shopping day. What’s more, a recent report by Walker Sands shows that 41% of consumers completed all or the majority of their holiday shopping online in 2016.Customer expectation is higher than ever
These numbers not only mean consumers are embracing online and omnichannel shopping at increasing rates, they also suggest that customer expectation is higher than ever.
Decibel Insight summarizes, “Thanks to brands like Amazon, Uber, and other applications we all know and love, be it in-store, on web, mobile, or native apps, modern consumers expect a fast, flawless experience – and have no problem going elsewhere to find one.”
Customers are expecting retailers to go above and beyond this holiday season, with seamless customer journeys that make for a stress-free present haul.
Luckily, there’s a whole bunch of data you can tap into so you can make optimization decisions that will not only increase revenue...
Recently, Icons8 Magazine published a story from the dark side of design. A tale of colossal failure (their words) after they decided to redesign one of their services and lost 47% of its users in the process.
The article goes into detail about how Icons8 developed and promoted their ‘Request Icon’ feature. The intended goal was to replace an old design – making it simpler and more modern while continuing to drive conversions. However, after the redesign, the company found that almost 50% fewer users were requesting icons even though their overall website traffic remained the same.
The moral of the story? If you don’t first test a new or updated design on your users, you cannot predict its success. Although, in retrospect, it made for a great learning experience, here’s what you need to know in order to avoid a bittersweet design failure story of your own.
As Icons8 have demonstrated, gaining an understanding of how people use your product is vital if you want to achieve high user satisfaction.
This is where you should turn to User (or Usability) Testing – the process of both talking and listening to your users while they interact with...
In an attempt to become more customer-centric, an increasing number of companies are embracing a data-driven approach. And, thanks to continuing advances in big data technology, there’s a huge amount of it right at our fingertips.
In fact, according to Forbes, “data-driven organizations are 23 times more likely to acquire customers, 6 times as likely to retain those customers, and 19 times as likely to be profitable as a result.” It seems big data has become an invaluable tool for creating value in a business, eliminating a reliance on ‘gut feel’ decision-making.Information overload
You may have heard these numbers before. Whether it was in a clickbait LinkedIn article or a boardroom meeting, the push to become more data-driven in our day to day work has become quite overwhelming.
But, do we really know what it means? What even is big data? How do we use it to become data-driven? And, more importantly, how does it mean we’ll all suddenly smash our goals and become incredible at our jobs?
Welcome to our big data blog series, where we’ll tackle these concerns head-on. So, let’s get started with the basics.What is big data?
If we look at Wikipedia (because let’s face it, we all do), big data...
From the moment you wake up, your brain consciously or subconsciously starts making decisions. It can be anything, from debating if you want to sleep for another 5-minutes to deciding if you want to get a beer with your colleague after work or simply go home and watch the latest episode of Stranger Things.
These choices are merely 2 out of the 35,000 decisions that you unconsciously make every day, not to mention the ones you really need to rack your brains for.
So, it’s safe to say, by the end of the day you’re pretty tired.The paradox of choice
The society we live in is ruled by choices. From the clothes you wear to the selfies you post, there are a million choices available in this technology-driven world. However, more options don’t necessarily mean better options. On the contrary, having too much to choose from is exhausting.
Too many choices can lead to decision fatigue – deteriorating the quality of decisions made by a person. This is because the human mind finds it overwhelming to process a lot of information at once.
What’s more, when the human mind finds it too hard to process a decision, it chooses the easy way out i.e. decision avoidance. People would rather not make a decision than making a half-hearted choice that they might regret.
This concept was proved by Sheena Iyengar and Mark Lepper in 2000 with the, now infamous,...
Recently, we posed a question to our Twitter followers and our UX Designers here at Usabilla:
We received quite a few responses, but one answer really stood out: UX professionals struggle to prove the value of their work within their organization. This is an interesting challenge. How do UX professionals measure and determine the success of their work? How can they begin to determine what aspects of UX design are measurable and how do they go about doing so?
Google has developed two very effective methods, whereby you can define:
HEART is a unique UX Framework created by Google. HEART consists of 5 pillars that help you to measure the quality of your UX work and define specific metrics. These include; Happiness, Engagement, Adoption, Retention, and Task Success. As every product and target audience is different, you should include the pillars that are most important for your particular project.Happiness
This pillar measures user attitudes regarding your product or a specific feature of your product. You can implement a user feedback solution, like Usabilla, in order to roll out surveys and measure elements like user satisfaction,...
We all know that listening to your users is the best way to improve your website, product, or services – but, how do you know which questions to ask to get the feedback you need?
Quantitive data is great, but the true value in collecting user feedback lies in the qualitative data i.e. the information you can actually do something with.After all, if your feedback isn’t actionable, what’s the point?
Before you get started with user feedback, you must first define your objectives. Are you trying to find out why people are leaving your site? Do you need to know what’s standing in the way of conversions? Do you want to catch bugs and errors before they cost you time, money and resources?
Depending on your objectives and goals, the range of things you ask your users will vary. However, there are some fundamental questions that are useful and applicable for all kinds of businesses and will help you get the rich, qualitative answers you need to make real improvements on your site.The Questions Why did you visit our website today?
This is a really clear way to find out what your customers are looking for and whether you’re actually providing it for them.
Some of the answers to this question might surprise you or shed light on user objectives that you hadn’t even considered. Are the right people (i.e. your ideal clients) visiting...
As more and more companies place a stronger focus on a customer-centric approach, optimizing the customer experience has never been so important.
The most sophisticated businesses are making customer-centricity and emotional connection a part of their broader strategy. And what’s not to love? An engaged and satisfied customer will not only remain loyal, but their affinity to your brand will also encourage new leads. Resulting in an increase in both conversion rate and return on investment (ROI).
One company, in particular, that has customer engagement high on its list of priorities is Usabilla for Email client, Freo. As an online lender, the company recognizes that trust and engagement are key foundations for happy clientele.
We sat down with Renate Smeulders, Campaign Manager at Freo, to find out more about the role Usabilla plays in measuring and monitoring the loyalty of existing customers.Why did you decide to invest in user feedback?
At Freo, we like to know that we’re providing the best customer service possible. We want to know how our customers perceive our brand at all points in the customer journey. And, in particular, if they identify with our core values: customer care, personable, low-priced, and transparent.
The only way to find out if we are achieving this is...